1. Handling complaint and writing a complaint letter
12/01/2014
Resista Vikaliana, S.Si. MM

2. Resista Vikaliana, S.Si. MM
Making Complaint
12/01/2014
Resista Vikaliana, S.Si. MM

3. Making Complaint
These expressions below showing anger, dissappointment, shock, surprise, such as
How could this be possible?
What kind of business are you running here?
I can’t believe this is happenig
Goodness
What?
12/01/2014
Resista Vikaliana, S.Si. MM

4. Resista Vikaliana, S.Si. MM
FORMAL EXPRESSIONS TO STATE COMPLAINTS:
I’d like to file a complaint on.....
We want to complain about.....
We’re very disappointed with.....
We’d like to draw your attention to .....
12/01/2014
Resista Vikaliana, S.Si. MM

5. Resista Vikaliana, S.Si. MM
Examples for making complaint:
I’d like to complain about the food and service. The food was terrible. The meat was tough, and the vegetables overcooked. The service was very slow. Could I see the F&B manager right now?
Excuse me, I reserved a one-way ticket for the 15th. You wrote down on my ticket that it’s a Friday when in fact, the 15th is on a Saturday. I’d like you to make the correction as soon as possible
12/01/2014
Resista Vikaliana, S.Si. MM

6. Resista Vikaliana, S.Si. MM
Handling Complaint
This following tips will make you a professional in handling complaints at work and in your social life:
SAY THANK YOU
EXPLAIN WHY YOU APPRECIATE THE COMPLAINT
APOLOGIZE FOR MISTAKE
PROMISE TO DO SOMETHING ABOUT THE PROBLEM IMMEDIATELY
ASK FOR NECESSARY INFORMATION
12/01/2014
Resista Vikaliana, S.Si. MM

7. Resista Vikaliana, S.Si. MM
Practice:
Express how to state complaint and how to handle it!
12/01/2014
Resista Vikaliana, S.Si. MM

8. Making a Letter of Complaint
12/01/2014
Resista Vikaliana, S.Si. MM

9. Resista Vikaliana, S.Si. MM
Letter of Complaint
It is sometimes necessary to make a complaint about the quality of goods received or about damage which has occurred before the goods reach the buyer’s premises.
Late or incomplete delivery might also cause dissatifaction
12/01/2014
Resista Vikaliana, S.Si. MM

10. Resista Vikaliana, S.Si. MM
The following points should be embodied in a letter of complaint:
Delivery of goods should be acknowledgement
Cause for complaint should be stated
Request for action should be made
If necessary, replacement of goods should be asked for
12/01/2014
Resista Vikaliana, S.Si. MM